September 2000
ACHIEVEMENTS IN 1999/2000 AND
PLANS FOR 2000/20001

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This report sets out the actual Service achievements against targets for 1999/2000 and provides a summary of the Service Plans for 2000/1.
It covers the full range of I.T. Services, including Development, Operation and Support.
To assist Elected Members, a description of current I.T. Services is provided in the next
Section.
This section summarises current IT Service offerings for information.
Consultancy
Account Support
Software Development
Project Management
Implementation
Training
Service Desk
Research and Develop.
Computer Services
Networking
Small Systems
Advice and planning of IS/IT Strategies, including BPR
Projects
General IT Support for Customers at senior level
Bespoke software and package procurement, tailoring and support
Project planning and control, quality and risk management
Site surveys, specifications, procurement, testing and installation
Training in use and application of products and facilities
First line support for fault rectification, advice and consumables
Research and evaluation of emerging technologies incl.
Prototyping
Management, operation, support and security of computing platforms
Management, operation, support, security of communications networks
Specification, implementation and support of PCs and associated products
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1999 was the year, which saw the conclusion of the major Year 2000 Compliance Programme for Council I.T. Systems and the launch of one of the most significant Service Strategy
Developments in recent years, in the form of the Information Society Strategy
.
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4.
5
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6
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8
9
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Successful conclusion of the correction and testing of Council Applications and equipment to ensure Year 2000 Compliance, resulting in very minor incidents only.
Active involvement in the development of the Information Society Strategy in which overall Strategy Report approved which provides the foundation for a range of initiatives involving Call Centre, One Stop Shops and Home-working
Models, built on BPR work, new HR Strategies and improved IS/IT Systems
Piloted the Home-working scheme for two software engineers to assess costs and benefits, which resulted in a very positive outcome where both employer and employee confirmed a strong case for these working arrangements. Issue to be tackled as part of Council Strategy in 2000
Concluded EC funded evaluation of Software CASE Tools (CAPELLA Project) and
Received an 83% Evaluation rating from EC on final report on Project Outcomes
Built upon relationships with Members through rollout of Office Automation facilities, SOLAR System and IT Training and Support
Worked in Partnership with a range of Private Sector Providers to develop
Services and Infrastructure including: SOCITM, Oracle, Deloitte and Touche,
Price Waterhouse Coopers, Cable and Wireless, Cisco
Substantially upgraded Network infrastructure, involving major nodes and developed proposals for circuit upgrades to improve capacity, speed, reliability and resilience to cope with future growth in flow of information throughout City
Implemented Enterprise Wide Management System to improve planning, management, support and security of Council Data
Developed a closer working relationship with Education Service involving transfer of ITMS Team to IT Services, contributed to Schools IT Forum and developed a major ICT Strategy for Directorate
Consolidated Environmental Health Directorate’s Network into Corporate
Network
11
12
13
14
15
Updated and re-issued Security and Privacy Policy and resolved major virus threats
Investigated business case for Outsourcing of PC maintenance and Mainframe
Operations
Moved from 3 shift to 1 shift system to improve cost effectiveness of service
Introduced recruitment and retention scheme with very successful results
Continued staff development and training investment resulting in successful achievement of technical accreditations including Microsoft, Cisco, Oracle products and ISEB.
All seven IT Trainers gained ECDL Qualification and Training Service achieved
Test Centre Status by British Computer Society
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2
1
Item
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Description
Pilot call centre set up July 1999 (Environmental Services – poor performing service in terms of telephone responsiveness), in conjunction with Vertex Data systems. Achieved success in understanding true call volumes. Response rates increased from 17% to between 70-90% in
30 seconds. Potential disruption to ‘back office’ did not materialise as originally feared.
BPR team set up September 1999 in order to develop new business processes, models and system requirements. Expertise and input from Warwick Business School and Manchester
University to develop methodology and operating framework. Achieved considerable success and attracted interest from commercial organisations. Chair set up at Salford University which enables access to research and assistance from students to undertake BPR fieldwork
January 2000 - Information Society staff appointed to develop implementation requirements
Call Centre and One Stop business model, specification, development and outline implementation plan for 2000/01 agreed by Cabinet in February / March 2000
Accommodation requirements for corporate call centre specified February 2000.
Accommodation made available September 2000. Installation work began.
In house delivery of call centre began May 2000. ACD evaluated and implemented July /
August 2000. Performance maintained at 70% despite busiest period of year. Call centre staff fully endorse call centre methodologies.
Work to develop requirements for Revenues & Benefits call handling began December 1999, with analysis of processes and IT requirements undertaken by BPR team and assisted by
Salford / Manchester Universities and Warwick business school.
Organisational structure and grading requirements for call centre began June 2000.
Consultation process completed August 2000 with no adverse comments. 30 revenues & benefits staff expressed interest in joining call centre, with only nine post being available in
1 st tranche of development
Proposals to set up Customer Service Division enacted September 2000 to ensure development of clear focus on outward customer service delivery.
Tools and technologies to assist delivery of call centre and future Customer Service Centres being evaluated, including CRM
Training programme for call centre developed August 2000, (for delivery September).
Evaluation of development programme including NVQ, and Certificate / Diploma in Call
Centre Management underway.
Integration of Revenues & Benefits into corporate call centre on target for go live October
2000. Recruitment and selection process underway September 2000
Initial BPR began in Housing Services Directorate (Repairs) July 2000
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15
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14
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High-level BPR analysis to develop corporate priorities and requirements for future rollout to all services. Report due October / November 2000
Web content manager post created September 2000 (in process of appointment)
Pilot One Stop Shop launched in Little Hulton launched in December 1999.
Specification for future Customer Service Centres developed February 1999. Site analysis and impact of other developments began July 1999, with assessment of potential locations.
Successful bid for EC funds to develop secure e-commerce facilities. Project begins
October 2000, and lasts for 18 months.
Contributed to National CITU Working Groups throughout Year to develop models for Call
Centre and Customer Service Centre operations
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6
7
4
5
2
3
1
11
12
8
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10
Assistance in procurement of integrated package system for Housing Service. Severe contract performance difficulties with supplier led to contract termination. Procurement process restarted in 2000.
Assistance in procurement and implementation of integrated corporate financial system (SAP)
Assistance in procurement of package system to replace SOSCIS (OLM Care first)
of Microsoft Outlook facilities where installations have covered 60 Members and 1245 Officers, and 45 Members and 1508 officers trained
Development of City Council public and private Internet/Intranet Web Site
Initial pilot work on Back Office/ Front Office Systems to enable planned Call Centre
Operation
Development of System to manage Council reports and minutes (SOLAR)
Introduced CD / COLD output facilities thereby considerably reducing paper consumption
Migrated services from Oracle Version 6 to 7 thereby providing improved facilities to users
Implemented upgraded NUMA Processor platform for Council Tax
Upgraded Operating System for Cash Receipting thereby reducing support costs
Installed additional 7 Virtual Private Networks (VPN) enabling new sites to enter Voice
Communications Network thereby reducing rental and call costs
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4
Additional PC’s installed
Additional Peripherals installed (Printers, Scanners etc)
Additional servers Installed
Additional Devices Networked
650
400
20
140
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There was a very significant increase in the number of delegates trained during 1999/2000.
The target set was 1650 delegate days, which was substantially exceeded with a final total of
2029 being delivered:
Description
Word
Excel
Intro to Computers
Intro to Windows
Access Database/Data-Ease Database
Intro to DTP
Intro to Internet
Key Board Skills
Microsoft Office Overview
Microsoft Outlook
Power-point Presentations
Word-Perfect
NVQ Training
10
33
458
88
38
21
(No. Delegates Days)
305
204
538
120
173
6
35
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Service
Software Development
IT Service Desk
Very Satisfied
31
55
Overall response (%)
Satisfied Quite Satisfied
45
35
16
8
Dissatisfied
8
2
Respondents
36
54
Actual performance against plan for day- to- day service targets was:
Item
1
2
3
4
Aspect
Systems Development
Operations
Technical Support
Infrastructure
Target
70% of deliverables on time
98% availability of On –Line Services
95% of faults responded to within published target times
Not exceed 2% down time for infrastructure for single location
Actual
72%
99.2%
90%
0.5%
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It is intended to build on the good work done in 1999, in developing Services and infrastructure. Some of the more notable plans for 2000/1 include
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5.
Improve Project Management through introduction of PRINCE 2 Standard and
MS Project 98 Tool
Improve Customer Support through the introduction of a Service Management
System operated by the I.T. Service Desk
Develop an I.T. Drop-In/Learning Resource Centre including new training courses and media, to improve I.T. Training Facilities
Develop the European Computer Driving License Scheme in order to improve I.T. competency within the City Council
Carry out extensive Business Process Re Engineering (BPR) Projects to facilitate the introduction of the City Council’s Customer Contact Strategy
Develop home-working initiative for Development Staff
Update IT Skills Plan and develop database to better match demand/supply
Restructure of Data Communications, Voice Communications and small Systems
Units to create Network Service Group
Implement ICT Strategy for Education and Leisure Service 9
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6
4
5
2
3
1
7
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9
Consolidate corporate call centre in Elmstead and begin process of developing generic working to manage peaks and troughs in demand across the two services
Conduct security and risk assessment and assess countermeasures required
Develop tools, technologies and referral protocols for front and back office, including on-line information requirements
Finalise specification for CRM and determine implementation strategy
Finalise high level BPR analysis and report on implementation proposals and priorities for rollout to other services for 2000/01/02
Develop key PIs (and SLAs)
Agree staff development plans and strategies to ensure skills upgrade and retention
Analyse site requirements for future Customer Service Centres
Develop scope for E-Commerce strategy
Consult and agree implementation plan/ rollout priorities for call centre and Customer
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Service Centre
Begin work to bid for Charter Mark in call centre
Develop protocols for Tele-working to release accommodation at Elmstead
Assess business case for extended opening hours
Develop benchmarks for customer feedback / satisfaction
Consult / develop E-Commerce tools with EC partners
Housing Services
Chief Executive
Social Services
Finance Service
Education and Leisure
Corporate
HS2000 Replacement Procurement
HMIS Archiving
Crime and Disorder GIS
SOSCIS Replacement
Grants
SRB Package Implementation
Council Tax Migration/development
NNDR Feasibility
Cash Receipting Feasibility
Document Management (Major Upgrade to ICLipse System)
Leisure Management System
Automated Libraries
Document Management
SEN Support Information System
Implement Peoples Network within Libraries Service
Council Members System (SOLAR)
SAP Implementation
Further develop Enterprise Management System to manage PCs and servers
Upgrade circuits from 2mb to 155 mb to improve response times of network
Develop Printing Strategy to Improve Services
Consolidate Batch Scheduling across all hardware platforms
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Project
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Office Automation –continued roll out and expansion of facilities
Internet /Intranet Development Work
E. Commerce
Video Conferencing
Portal Development/Back Office Development/Customer Tracking
Microsoft 2000 product set
Java Technologies
Digital TV Facilities
SQL Server 7 Platform
Digitisation of Images
Palm Tops/Mobile Devices
Thin Client
Instigate voice over IP for Data and Voice Communication Integration
Development of GIS systems throughout City Council
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Project
Council Tax/Benefits (Call Centre)
Environmental health (Call Centre)
Housing Repairs
On-Line Procurement
Customer Contact Strategy (Call Centre / Customer Service Centres
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5
6
4
1
2
3
All Services
Development
Operations
Technical Support
Technical Support
All Services
80 % Customer Satisfaction Rating
70 % Adherence to Project Delivery and Budget Tolerances
98 % Availability of On-line Services throughout the year
95 % of reported faults responded to within published standards
Not to exceed 2 % downtime for infrastructure and hardware platforms for a single location throughout year
75 % achievement of published Service Improvement Plans
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